Operations Manager - English Speaking (Contract)

Operations Manager - English Speaking (Contract)

Full description

Summary of Role:

The Operations Manager is responsible for leading the planning and manage/oversee all designated operational elements of the hospitality programme for the event.

This is a contract role, and the estimated contract dates would be early December 2021 until late February/early March 2022. Please note these dates would include local quarantine after arrival. VISA, Flights and Accommodation are provided.

Key Responsibilities:

  • Become thoroughly conversant with all aspects of the assigned hospitality programme and establish effective operational systems and effective communication systems with other internal operational departments
  • Coordinate inputs from all management to ensure that each operational area of the programme has the required support and correct data to perform
  • Manage supplier relationships across operational areas and plan and attend site trips, client meetings as agreed
  • Develop a clear understanding of the team roles, responsibilities & expectations within each operational area including, hospitality venue, hotel and transport management
  • Work with client Security and health and safety internal teams to agree and set up detailed H&S practices (e.g. incident management protocol, reporting, security and safety principles)
  • Prepare familiarisation training so that both self and team are fully conversant with all aspects of the programme including hotel facilities and all relevant event venues
  • Establish specific training needs for the programme and produce detailed training plans incorporating client-specific training requirements. Ensuring that training covers all aspects of guest contact, i.e. coach transfers, venue activity, registration etc
  • Provide support to the key account management team and day to day guidance on operational considerations
  • Research, plan and produce detailed operations manual for on-site teams to ensure the team has thorough knowledge of all procedures
  • Produce team and client documentation as required including end of programme reports as directed by the Account Manager/Account Director
  • Day to day management of onsite event team, supported by Team & Operations and oversee the management and planning of event staff rosters
  • Lead by example to ensure all games time operational team delivers outstanding customer service and ensure all staff are conversant with iLUKA standards and housekeeping guidelines
  • Monitor team morale and dynamics and take appropriate action when required

This is not an exhaustive list and all team members will be expected to contribute to any other aspects of the business, as necessary.

Skills, Knowledge, Expertise:

  • Fluent in English
  • Previous multi-event hospitality experiences a requirement – preferably within a sporting environment
  • Previous experience in working with multiple suppliers
  • Contract negotiation skills
  • Excellent communication skills and an eye for detail
  • Advanced IT Skills, Excel, Word, PowerPoint, Office
  • Previous team management experience
  • Complex logistics planning experience across multiple venues
  • Experience in writing operational and Training manuals
  • Experience in the development and delivery of Training
  • Leadership Skills


High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
Flexible, enthusiastic, confident, outgoing
Willing to roll sleeves up and get involved
Passionate about sport, hospitality and delivery
Able to work in a calm, kind and professional manner in a pressured environment
Ability to prioritise a demanding workload




LUKA, part of the CSM Sports & Entertainment group, is a specialised agency, developing and delivering coordinated strategic activations for sponsors and other stakeholders at global events.


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